Posted on Oct. 12, 2016
This is an exciting time for Empire Today, and we need dedicated, enthusiastic people to help us grow! We value our employees and strive to provide opportunities and work environments that make our people happy to work every day. We foster a rewarding company culture so that our employees feel good about working for Empire Today and strive to continue serving customers with the passion and dedication that the company was built upon. Empire Today is looking for a Customer Service Manager to fulfill the company’s commitment to superior customer care and positive customer experiences. This person will be responsible for managing a team of Customer Service Associates, improving Net Promoter Scores, and ensuring effective communication within the market on results and performance. This position reports to the General Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Handles or oversees customer service related calls and ensures results of each request are within Empire cycle time standards.
Appropriately documents all service requests for all customer contacts (including but not limited to shortages, repairs, installation related and/or product related inspections) in Siebel and track resolution times.
Supervises Customer Service Associates and measures individual results.
Monitors customer survey verbatim comments and Net Promoter Score; shares comments and ratings with management team on a weekly basis and builds plans for improvement.
Creates a monthly service action plan that outlines the tools, training, and personnel necessary to meet Net Promoter Score and Service Request processing standards.
Reviews, records, and reports daily on Service Request productivity to GM, and notes negative trends in sub areas weekly.
Reviews installer paperwork daily to identify potential service situations and reports results to GM.
KNOWLEDGE, SKILLS AND ABILITIES
4+ years of customer service experience and 2+ years supervisory experience
Excellent training and organizational skills
The ability to effectively communicate with various levels of management and demonstrate a professional demeanor at all times.
Able to be flexible in a rapidly changing work environment
Ability to work independently – self starter
Bachelor’s degree preferred
Proficient in Microsoft Word, Excel and Outlook